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Enterprise tool for managing learners & learnings

2017 - 2018

 UX Case Study 

Enhancing UX for Learning & Development Admin App

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Product Overview

The Enterprise Admin Portal (EAP) is a productivity tool provided to Learning & Development teams of medium & large size companies for managing, tracking and analysing different training programs of their employees in order to upskilling them. The application aimed to enable the following potentials:


Features that deliver industry-leading completion rates


End-to-end reporting capabilities


System flexibilities and customisations


Project Objectives

To reduce the massive support and hand-holding that was being done by my client’s Enterprise Customer Success team, the platform required capability and usability enhancement. 


For the product, the objective was set to integrate many new features and many others to redesign for building a better cohesive user experience. Some of them are as follows:   

  • Restructuring and redesigning the navigation of the app for better findability.

  • Redesigning the various learning reports and dashboard for quick information consumption and actions.

  • Enhancing the experiences of browsing, finding & managing learners and various related bulk actions.  

  • Designing a way to create and manage the Learning Paths through combining the course modules

  • Supplying the UX/UI design for SSO and SCORM integration.


Design Process

As a team, we were on a mission to do continuous improvement every quarter towards the set goals. Started with understanding the objectives and the problems, conducted user research, designed & delivered the solutions to dev, then validated the design and learned about user behaviour, and used that knowledge in next design cycle. This process was followed for multiple cycles of design iterations. 

The design process was based on Lean UX that states three steps: Think, Design & Validate. Here’s how that should look if we laid it out on a timeline.

A continuous learning & improvement approach

Here’s the details of the process steps:

Process _EAP.jpg

Users & Influencers 

Primary Users

L&D Managers and team

Based on their requirements and behaviour towards using the platform, they can be divided into two categories.

1.  Large organisation admin

  • Usually, actions are required in bulk. 

  • Prefer to make team /batch admins to simplify the training delivery. 

  • Mostly, require customisation of purchased courses as per the organisation prerogative 

  • Heavy analysis & reporting 

2.  Small & medium organisation admin

  • Bulk actions are not required much. 

  • Teams need to be formed but team-level admin may not be needed. 

  • Only minor customisations may be needed in the purchased courses sometimes. 

  • Regular reporting cycles but frequently.

“An L&D manager of a big organisation, is responsible to upskill more than 3K employees from 24 odds teams. L&D managing team has set the enterprise training with a subscription model “PAY AS YOU GO. 


She faces challenges extracting the reports from the system and connecting with the employees for reminding/motivating them towards effective learning and finishing the training in time.“


Enterprise Customer Success team

(In-house team)

ECS managers from in-house teams provide complete assistance to their clients throughout the subscriptions period. 


Corporate Learners (Employees)

To know more about the corporate learners please visit LEMS case study or 

Learner Journey Framework

User’s journey right from the subscribing training services modelled out for all three personas and broken down into four major milestones. Following is one of the journey set out for large organisation enterprise. 

Knowing the Learner’s  behaviour 

To validate the experience and to grow knowledge about the user's behaviour, pain points, goals, etc. the following activities played a major role:

  • User Survey (with 8 L&D managers)

  • Interactive sessions with customer-facing teams  (B2B sales, ECS, Teaching Assistants, Learners Support)

  • HotJar user session recordings 

Key Insights from the user survey

  • An auto-generated progress report is to be accessed and mailed on a frequency set by admin. 

  • Many of actionable items can be automated i.e. sending notes & messages. 

  • SCORM settings, Custom field settings, etc. have find-ability issues. 

  • 5 most frequently used items:

Resend activation (Need UX enhancement)

Adding new learners

Sending Invitation for PLVC

Track progress

Grant Extension 

Information Architecture 

As many features were ideated under the objective of enhancing the platform capability and usability, the placement and the hierarchy became focus for restructuring. 


It started with card sorting that was run with some stakeholders (including primary user set). It helped us to find out the natural groups of information. ‘Learners’ & ‘Courses’ emerged as very primary supersets for the structure.


Final Design  


Filtered list of learners

of learning path customisations concept

High fidelity wireframes for creating the learning path out of the purchased courses.

The designed concept is revised further for better usability 

Final design of learning path customisation
Assigned learners, Live Classes & SCORM for a course  

The course page was designed to build the capability of integrating the courses with SCORM cloud, having the visibility of Live Classes under master programs. 


From the course list, user can get inside of a course or a program and should be able to see the important info. Considering the slippery behaviour of the users, the information is enhanced with icons/visuals and snippets.



Increment in user acquisition

A large number of existing and new L&D clients found it easy and useful for better productivity in managing the training programs.

(Measured between Apr 2017 to Jun 2018)


Reduction in support effort

Support effort in onboarding L&D admins, providing on-demand reports, adding learners to the application database, handling LVC mode training, course updates related queries, etc. was almost zeroed. 


Increment in training completion rate

Features like optional course updates, Indication on learning pause, frequent reporting, etc. and better usability of many capability enhancement features resulted into a faster completion of the programs. (Measured: Reduction in extension requests from learners, Time taken in project submissions, Tame taken in certification unlocking)

My Roles 

I led all design activities at each step of the process along with managing a team of fellow designers at the client’s place. I have been hands-on doing user research, reaching out to different internal teams regularly to be updated on users data, creating solution wireframes, putting design rationales and presenting the design to stakeholders, etc.  

I crafted visual communication and UI style guidelines for the application with the focus on info hierarchy, intuitiveness, easy and effective use.  


I have been responsible towards reviewing the dev-outcome to ensure the pixel-perfect conversion of proposed design.

Thank you for your time.

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